Wellington Park Nursing Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment, the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed pleasant and friendly interactions between people and staff. People told us they were well looked after. Their comments included, “I feel comfortable here and well looked after”, “Staff are very friendly, always knock before they come in; most of them pop in to say hello throughout the day” and “Staff are kind and know most people. They treat me well with dignity. Staff know me well and always try to give me my favourite food."

Relatives also spoke positively about the caring nature of the staff and the care provided to their loved ones. Their feedback included, “[Person] is always shown respect by the staff”, “[Person] is always clean looking and they encourage her to do what she can herself but are ready to help when required” and “Staff always go in and have a chat to [person].”

The service treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s abilities, choices and protected characteristics.

Staff knew people’s needs well and respected their rights. Many staff had worked at the service for several years and this had enabled them to learn and understand people’s preferences, routines and habits. A person told us, “I have been here for years. I feel safe and well looked after by staff who I know.” Another person said, “They respond well to my requests for support and I have been asked about my preferences.”

Comments from relatives included, “Everybody who works there seems to know all the residents’ names” and “We have total confidence that the home knows all of [person’s] needs.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to be actively involved in their own care and exercise their rights as much as possible. Where people were able to do things for themselves, staff enabled and encouraged them to be more independent. A person told us, “Staff will take me to the lounge when I want.” Another person said, “Staff support me well and give me choices when to go to bed.” A relative told us, “Staff are very good, they do try and encourage [person] to get up.”

The service organised a series of group activities as well as individual sessions, led by activity coordinators, to promote people’s wellbeing and help them remain socially engaged. We saw people getting involved in an arts and crafts session. We also observed an activity coordinator interacting with people in their rooms. Relatives’ feedback included, “They have a lot of activities going on, and a church service on a Sunday”, “[Person] goes to the lounge every day in her wheelchair, they do crayons in a book with her” and “The activity person often goes in and sits with [person].”

However, some people felt they were not always given a choice and encouraged to join activity sessions. Two people told us they were not given a choice between male and female care workers. Another person said, “Staff do not always come to take me to the activities.” We raised these concerns with the managers who told us although they were confident staff tried their best for people, they would investigate these concerns to make sure every person is given a choice and equal opportunities.

There were no concerns regarding visiting at the service.

Staff listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff knew how to use de-escalation techniques when people became anxious. We saw a person who appeared distressed at lunchtime; a staff member intervened swiftly and comforted the person.

Relatives felt staff worked well with people and were quick to react when things were not right. A relative told us, “[Person] had a problem with her teeth not so long ago. They were very good and got her to see an emergency dentist. She has soft food to eat.”

Leaders cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well treated and supported in their roles, expressing overall satisfaction with the service. Because of the support they received, a staff member told us, “That's the reason I've been here for a while.” Another staff member who had worked at the service for several years told us they felt “supported and listened to”.

We observed staff working as a team and showing confidence in their practice. By supporting staff wellbeing, the service fostered an environment that positively influenced people’s experiences.